MWUX14: Designing Mobile Payment Experiences

by Skip Allums

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DESIGNING Mobile Payment Experiences Skip Allums  UX Lead, Monitise Create @skippr mwux14

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How can we make mobile money better/safer/faster?

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Why is this shit so hard?

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Money: is old ! ! !

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Girsu (Iraq) 3300 BC textile animal oil cattle rope sheep metal garment grain

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Money: is old is personal ! !

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Money: is old is personal already works* ! *results may vary

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$5.55 BILLION lost to credit card fraud globally in 2012 FTC, US Dept. of Justice

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Money: is old is personal already works* is evolving

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(r.i.p.)

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WANT DO NOT WANT

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1. Your app is not their goal. 2. Payments are a conversation. 3. Information is power. 4. Lock it up. 5. Teach all the users.

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1 Your app is not their goal. Favor speed over spectacle.

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PLAN TRAVEL BROWSE PURCHASE TRAVEL make shopping list find address of store arrive at store look for items place them in basket stand in check out line load items on counter pay for items arrive home

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usefulness behavior change !

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dunkin donuts

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uber

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starbucks

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square

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2 Payments are a conversation. Provide constant feedback.

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softcard / isis

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levelup

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lyft

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Payments over $100 will incur a $2 service fee for processing costs. Pay $100.00

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3 Information is power. Show balances & recent activity.

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paypal

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simple

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CHECK CRD PURCHASE 09/20 PANDAEXPRESS #09302 NAPA CA 4111XXXXXX1234 ?MCC=5814 Fucked: Not fucked: Sep. 20  Panda Express Napa, CA $8.95 Fast Food VISA… 1234

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t money

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Presentation progress 63%

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4 Lock it up. Users expect security.

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What are your biggest concerns with mobile payments? August 2011

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ID theft What if I lose my phone? Privacy Not safe w/o a PIN 55% 47% 44% 33%

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UI WEB SERVICE COMMUNICATION OS

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softcard / isis paypal

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capitol one wallet

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! ! Full card numbers Cardholder name Expiration date Security / CVV codes ! Cardholder Data:

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! ! ! Birth dates Social security numbers Phone numbers ID # (drivers license, passport) Pictures of user, their voice or fingerprints ! Personally Identifiable Information: Billing street address, city state & zip code